db Group

Guest Relations Officer

  • Basis:  Full-Time
  • Closing Date:  21 Dec, 2023
  • Job Ref:  KMP-86886

Job Description

db Group, Malta’s leader in hospitality and leisure sector. The group is distinguished and well established in the hospitality sector with its own branded db Seabank Resort + Spa and db San Antonio Hotel + Spa and within the leisure sector with its own branded Pearl Spa, Hardrock, and Starbucks development license and outlets, as well as its variety of established restaurants offering various cuisines, including Aki, Amami, Nine Lives, Blu Beach, Westreme, Sonora,Loa, Manta and Tora.

We are currently looking for a Guest Relations Officer to join our team with db Hotels + Resorts.

Job brief
A Guest Relations Officer’s main responsibility is to ensure all guests feel welcome and ensure a pleasant and comfortable stay at both db San Antonio Hotel + Spa and db Seabank Resort + Spa.

What is the role of a Guest Relations Officer?
Guest Relations Officer responsibilities include greeting All Inclusive Plus guests as they arrive, coordinating their check-ins to assigned rooms and informing them about the hotel’s facilities.

The employee will also make sure our Front Desk staff, including Receptionists and Porters, offer stellar customer service and provide memorable hospitality experiences for our guests.

The ideal candidate must have a flair for communication, listen to guests’ complaints and with the ability to resolve issues in a timely and accurate manner.

Ultimately, the employee will manage guest services and our hotel’s image by answering guests’ requests and making sure our visitors are satisfied.

Ensure guests are properly greeted upon their arrival.
Provide upscale guest service experiences for guests throughout their stay.
Promote all hotel services, amenities, conveniences, and programs offered.
Promptly address guests’ requests, like restaurant booking or anything they might need.
Ensure special guests, like disabled people, elderly, children, and VIPs, receive personalized services.
Actively listen to and resolve complaints (all to be recorded on room master).
Coordinate and manage communication between guests and staff and follow up with other departments to ensure we resolve customer concerns.
Oversee check-in and check-out procedures for AI PLUS, including reservations and financial transactions.
Coordinate with Porter luggage collection and storage.
Monitor daily bookings and ensure assigned rooms are prepared prior to check-in (ideally 3 day before).
Reply to social media comments on various platforms.
Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings.
Responsible for Papeletas distribution and collection.
Recommend local tourist spots, including places to dine, shop and sight-see.
Be part of the Duty manager Roster whether during the day or evening shifts.

Requirements and skills
Work experience as a Guest Relations Office or similar role will be considered an asset.
Understanding of all hotel management best practices and relevant laws.
Hands-on experience with Hotel Management software (Room Master).
Proficiency in English, French & German; knowledge of other languages such as Polish or Italian is a plus.
Customer service drive with outstanding communication and active listening skills.
Excellent problem-solving and multitasking skills.
Ability to work flexible hours.
Strong sense of responsibility and a professional presentation.